The Most Influential CX Leaders of 2019

The wait is over....we are super excited to release our Annual Top 25 Customer Experience Influencers to Follow. As a leading company in the customer experience space, Panviva is committed to surrounding ourselves with other experts in the field. For the second year, we have identified a list of the top CX thought leaders in the industry. As you read this list, you will extract insights, tips, and strategies to use as your customer service compass on your journey to becoming customer centric.

We received many submissions of qualified and fantastic candidates and it was not easy to narrow down this list. This year, we’ve included more female and global influencers to better reflect our mission to provide stellar CX to industries worldwide.

So, without further ado, here are our top picks in alphabetical order:

Roy Atkinson—Top Influencer in the Service and Support Industry 

For the second year, Roy makes our list as a top influencers in the service and support industry. His body of work—which includes blogs, presentations, research reports, white papers, keynotes, and webinars—has given him an international reputation as a difference-maker and customer experience advocate.

In his current role of senior writer/analyst at HDI, Roy is both the company's in-house subject matter expert on customer experience as well as their messenger. A certified HDI Support Center Manager, he also holds a Master's Certificate from the prestigious Freeman School of Business at Tulane University.

Roy is a contributor to Panviva’s ebook: Build a Better CX and appeared on our CX Influencer Webinar Series

Roy’s advice: It’s amazing what can happen when you have real conversations with your customers; just listen and ask questions.

Follow Roy @RoyAtkinson

 

Jeanne Bliss—Cofounder of @CXPA_Assoc | Best-selling Author | Keynote speaker

Best known for pioneering the Chief Customer Officer Role as the first Chief Customer Officer for Lands’ End, Allstate, Coldwell Banker and Microsoft, Jeanne is credited as a leader of the customer experience movement and appears on our list for the second year. She’s written four best-selling books on the subject, delivered more than 1,500 speeches, coached over 20,000 executives on customer experience and is the cofounder of the Customer Experience Professionals Association. You can find Jeanne at CustomerBliss.

Jeanne’s advice: We need to ground our work in PURPOSE to improve customer and employees’ lives. How do we want to be remembered? UNITE everyone on that. CONNECT everyone’s work to that. Then…deliver what no one else can. Without doing this upfront work…we are focusing on project plan movement, not customer life improvement.

Jeanne is also a contributor to Panviva’s ebook: Build a Better CX Tips from 10 Leading CX Industry Experts.

Follow Jeanne @JeanneBliss

Megan Burns—Customer & Employee Experience Expert | Speaker/Writer/Coach | CEO, Experience Enterprises

Megan Burns is one of the world’s leading experts on customer-centricity, culture, and experience transformation. Since 2006, she’s been working with enterprises, including more than half of the Fortune 50, to reshape culture and embed experience management into every part of the organization’s DNA. Before founding Experience Enterprises in 2016, Megan spent 10 years at Forrester Research where she architected the CX Management Maturity Model featured in the book Outside In: The Power Of Putting Customers At The Center of Your Business and ran the global CX Index benchmark. She has been quoted in the Wall Street Journal, New York Times, and Inc. Magazine, shares thought leadership on sites like CMO.com, Workhuman, and CustomerThink, and is an advisor for the C-Suite Network, the world’s largest peer community for c-level executives.

Megan’s advice: I often get asked about the link between CX and EX. It's not just financial or conceptual, it's biological. When humans are in low-trust high-stress environments, we physically can't empathize as easily (the empathy hormone is suppressed by stress hormones). We're also less creative and more likely to interpret a peer or client's behavior as threatening because we're already on edge. The promise of a big bonus doesn't solve this problem.

The goal of CX and EX programs should be creating a culture where people feel energetic and supported enough to handle whatever problems they face with a positive attitude. 

Megan is also a contributor to Panviva’s ebook: Build a Better CX Tips from 10 Leading CX Industry Experts.

Follow Megan @MeganBurnsCX

 

James Dodkins—Customer Experience Rockstar | International Keynote Speaker | Accidental #1 Best-Selling Author

James used to be an actual, real life, legitimate, award-winning rockstar! He played guitar in a heavy-metal band, released albums and tore up stages all over the world. James, who makes his inaugural appearance on this list, uses this unique experience to energize, empower and inspire his clients and their teams as Customer Experience Rockstars.

Not only is James an international keynote speaker, #1 best-selling author and host of Amazon Prime’s This Week In CX, James is also one of the world’s top customer experience influencers and content creators.

James’ advice: Set your customers’ expectations. If you don’t, they will set them for themselves…and you won’t meet them because they’ll all be different and you won’t know what any of them are. If you leave this to chance, the expectations will be set by a multitude of different interactions and experiences that are mostly out of your control.

We need to work to understand where expectations are being formed, what they are and how to re-frame them. So many problems in business would go away overnight if you just paid more attention to setting your customers' expectations.

Follow James @JDodkins

 

Annette Franz—Coach | Consultant | Keynote Speaker | Author | Putting the "Customer" in Customer Experience

Annette Franz, founder and CEO of CX Journey Inc. is an internationally recognized customer experience thought leader, coach, speaker, and author. She just published her first book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business).

She has more than 25 years of experience helping companies understand their employees and customers and identify what drives retention, satisfaction, engagement, and the overall experience – so that employees, customers, and businesses reap the benefits and achieve their desired outcomes.

Annette believes when employees and customers are heard and valued, the business grows, and everyone wins.

Annette’s advice: Build a people-centric culture. Employees and customers are both important to the business. The link between employee engagement and customer experience has been proven; it’s real. If your employees aren’t engaged, it will be very difficult for them to delight your customers. So focus on the employee experience first; ensure that employees are happy, satisfied, and engaged, and in return, they’ll deliver an experience that will delight your customers.

Follow Annette @AnnetteFranz

Linda Harden—President and Publisher, Contact Center Pipeline

Linda makes our list for the second year and is currently the president and publisher of Pipeline Publishing Group, a boutique publisher of Customer Service/ContactCenter industry books, magazines, and web content. Linda publishes Contact Center Pipeline, an industry magazine focused on the specific needs and challenges of the contact center industry—issue #1 was published in March of 2009. Each issue contains insights gleaned from industry experts and leaders. Her efforts have helped propel Contact Center Pipeline to the industry’s leading instructional journal.

Linda believes the way we engage with our customers and employees is every bit as important as the products that are manufactured and the services rendered—yet contact center leaders often find themselves up against countless obstacles in the pursuit of delivering a consistent, high-quality customer experience. And as new channels and customer touchpoints are introduced into the mix, those challenges extend from the center to the larger enterprise. It’s unexplored territory for most contact center professionals—and it’s the very reason Contact Center Pipeline was born!

Follow Linda @LindaHardenCCP

Shep Hyken—Customer Service and Experience Expert, New York Times and Wall Street Journal Best-Selling Author

Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations and appears on our list for the second year. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession.

Shep works with companies and organizations who want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, and The Convenience Revolution. He is also the creator of The Customer Focus™, a customer service training program that helps clients develop a customer service culture and loyalty mindset.
Shep’s most requested programs focus on customer service, customer loyalty, internal service, customer relations, and the customer experience. He is known for his high-energy presentations, which combine important information with entertainment (humor and magic) to create exciting programs for his audiences.

Shep is a contributor to Panviva’s ebook: Build a Better CX and was a guest thought leader on our CX Influencer Series Webinar: The Convenience Revolution.

Sheps advice: Put yourself in the shoes of your customer to determine the best way to respond. A customer-friendly response will comply with a modified Golden Rule: Say unto customers as you would have customer service professionals say unto you.

Follow Shep @Hyken

 

Luke Jamieson—Head of CX/EX at Customer Driven, and Founder & CEO of Playfulli

Luke Jamieson, head of CX/EX at Customer Driven, a leading customer experience consulting firm and Founder & CEO of Playfulli, makes his inaugural appearance on our list and we are thrilled to have him representing Australia, the birthplace of Panviva. He is an expert in gamifying employee experiences to support diversity and foster positive employee cultures that drive sustainable business success. His approaches have attracted many coveted awards and his enthusiasm for CX and EX has helped shape some of Australia’s largest organizations’ customer and employee experience programs. You can catch Luke co-hosting the up-and-coming podcast, The Games We Play, which explores how we gamify our everyday lives. 

Luke’s advice: Binary metrics delivered to diverse humans who by nature are all motivated differently, with the expectation that those metrics will create purpose and drive greater employee and customer experience is a cocktail for failure of epic proportions. The time has come to re-write the recipe.

Follow Luke @GamifyLuke

 

Fiona Keough—CEO Auscontact Association, Australia

Fiona Keough, an experienced Chief Executive Officer with a demonstrated history of working in the contact center/customer service industry, makes her debut on Panviva’s list representing Australia. Auscontact Association is the united voice for the customer contact industry in Australia, connecting people, industries and organizations, locally and globally, to deliver excellence in customer contact experience.

As the CEO of Auscontact, Fiona is responsible for developing and executing strategies and ensuring a strong, consistent and coherent voice both on a domestic and international level for more than three hundred thousand Australians employed within contact centers.

Fiona is a passionate advocate of the industry, who thrives on interacting with the contact center community—both practitioners and technologists which together provide great customer experiences that make up this critical component of everyday life.

Fiona’s advice: This is an industry that truly understands success is based on the quality of the employee experience. If customer experience is our ultimate measure, the employee experience is the foundation for that success. A career in contact centers offers so much scope–sales, marketing, HR, IT, management, project management, mentoring, coaching, strategic development, training...this list goes on. There are many avenues for experience and specialization, and almost every company has a contact center whether it be large or small. Truly, it can be the doorway to a lifelong, ever-evolving and fulfilling career.

Connect with Fiona on LinkedIn

 

Peter Lavers—Top Customer Service Influencer

Peter, a specialist in relationship marketing and customer experience management, makes his second appearance on our list.

He directs the Customer Management arm of WCL, helping clients develop new and innovative ways to find, engage and satisfy customers. Peter specializes in customer-centered strategy, optimizing customer channels, engaging, managing, involving and training people/stakeholders and orchestrating and implementing customer-driven change. He is an IBM #ThinkMarketing Futurist, Huffington Post Top 100 Customer Service professionals, MindTouch Top 50 Customer Success influencers and Business Coach Top 100 Management Experts. He spent his early years with Rolls-Royce and Bentley Motors.

Peter’s advice: Silos are the enemy of customer experience because unless there’s perfect collaboration they lead to inconsistent or competing objectives, marketing, service and measurement. All too often, it’s the poor customer who ends up having to stitch together the disconnects in their experience.

Peter is also a contributor to Panviva’s ebook: Build a Better CX Tips from 10 Leading CX Industry Experts.

Follow Peter @PeterLavers

 

Diane Magers—Certified Customer Experience Professional, CX Expert

Diane Magers, CCXP, is a passionate experience transformation executive and change agent, sherpa for new and developing experience-obsessed organizations and thought leader and innovator for ways of engaging associates, customers and partners. She believes that sustainable change requires embedding customer and experience capabilities into all parts of an organization. Diane makes her debut on our influencers list this year.

Skilled in creating CX business value and systematically changing organizations to align around experience and drive financial impact, Diane specializes in enabling brands with skills and competencies like design thinking, journey management, and value mapping to drive sustainable shifts in how organizations work to achieve results. She has over 25 years of transforming customer and employee experiences working in and with brands such as Sysco, AT&T, Dale Carnegie, Invisalign, Ciena, Equifax, Freeman, Sodexho, Sandy Spring Bank, and MoneyGram.

Diane’s advice: Experience management is about changing the way everyone in the organization thinks and works. Building momentum to shift your brand to experience-led requires a clear plan with many moving parts. Don’t get overwhelmed. Just be the leader of change with a clear vision and a tactical plan.

Create value for your customers and employees and they will create value for you!

Follow Diane @DianeMagers

 

Erica Marois—Content Marketing Specialist at 8x8, Founder #ICMIchat

Erica makes her second appearance on our list this year! She is a Content Marketing Specialist at 8x8. She often speaks at industry events and is passionate about connecting members of the contact center community, helping customer service leaders find unique solutions to their biggest challenges. Outside of work, she gives back to the CX community as a volunteer facilitator for CX Accelerator. Formerly a Content Manager for ICMI, Erica founded the popular weekly Twitter chat, #ICMIchat.

Erica is also a contributor to Panviva’s ebook: Build a Better CX and appeared as a guest thought leader on our CX Influencer Webinar Series.

Erica’s advice: Contact center employees have access to a wealth of knowledge that can fuel improvements across the business. One straightforward way to leverage that knowledge? Get the contact center involved in producing educational content for customers. While marketing teams most often ‘own’ a brand's digital content, customer service needs to have a stake, too. I believe brands that work collaboratively to educate and empower customers have the best opportunity for success.

Follow Erica @EricaMarois

 

Flavio Martins—Award-Winning Customer Service Blogger | Customer Service Fanatic

An award-winning blogger and customer service fanatic, Flavio Martins is on a mission to show that organizations can use customer experience as a competitive advantage in the battle to win customer loyalty.

Flavio is VP of Operations and Customer Support at DigiCert, Inc., a leading provider of enterprise SSL Certificate Management and PKI technology for security in the Internet of Things. His focus is on helping teams leverage technology with the special human factor to create exceptional and memorable customer experiences.

Flavio's advice: Really get to know your customers. When you truly understand your customers, you create tailored service experiences that deliver on the three key elements of exceptional service: results-focused processes; empowered agents; and data-driven technology.

Follow Flavio @FlavMartins

 

Samantha Middlebrook—A digital diva, determined to redefine digital disruption, Thought Leader Digital CX, Digital Transformation Strategist at Panviva

In the ever-changing landscape of CX, especially with introductions of complex digital channels, Samantha's focus is to work with businesses to solve complex business problems with the help of leading technology. 

She works to translate the sometimes convoluted tech talk to her business stakeholders, making sure that the customer is always the focus in any solution they decide to build. 

With over 6 years of management consulting experience covering strategy, knowledge management, customer journey mapping, human-centered design, and empathy mapping and persona profiling, she has helped organizations across the globe design, deploy and realize digital success.  

Samantha’s advice: For businesses, there is no greater power than understanding your customer’s moments of truth. To understand fully what they feel, think, say or do at that critical point in their journey. To do this, you have to make meaningful connections with your customers; you have to build their trust, so they let you in to know who they truly are. Connections come in all forms, your front line, your socials, your chatbot… every interaction is an opportunity for you to learn how you can be better as a business.

Follow Samantha @SRMiddlebrook

 

Blake Morgan—Customer Experience Futurist

Blake Morgan, a leader in the customer experience field, makes her second appearance on our list. She is a keynote speaker and customer experience futurist and author of two books on customer experience. Her second book is called “The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business” (HarperCollins). Her first book was “More is More: How The Best Companies Work Harder And Go Farther To Create Knock Your Socks Off Customer Experiences.” She has worked with Comcast, Allstate, Genentech, Accor Hotels, Accenture, Adobe, Cisco, Parker Hannifin, Ericsson, Verizon, Omron and more. She is the host of The Modern Customer Podcast and a weekly customer experience video series on YouTube. She lives in the Bay Area with her husband, daughter, and their two dogs. 

Blake’s advice: The CEO must be your biggest customer experience evangelist. It all starts at the top.

Follow Blake @BlakeMichelleM

 

Greg Ortbach—CX Engagement Catalyst | Co-host of #CustServ Chat

Greg’s days are spent networking with clients, immersing himself in their businesses, and uncovering business requirements. Clients rave about his ability to inject efficiencies into technology, sales, and marketing that optimize the customer experience.

In 2002, Greg founded webAssist.ca, a marketing and technology firm that received numerous awards before merging with Arcane 2015. Greg has been a co-host on the weekly Twitter chat #CustServ since 2010, regularly contributes to CX publications, and currently provides technology, marketing, and CX consulting services

In addition to being named a Top 25 CX Influencers to Follow by Panviva, he was also named a Top 50 Call Center Twitter Accounts to Follow by Playvox, Top 50 Thought Leaders to Follow on Twitter by ICMI, and a Top 100 Most Social Customer Service Pro On Twitter by Huffington Post.

Greg is a contributor to Panviva’s ebook: Build a Better CX and appeared on our CX Influencer Webinar Series

Follow Greg @GregOrtbach

 

Stephen Pappas—Customer Experience Connoisseur | US Operations & Chief Marketing Officer, Panviva

Steve Pappas’ informal title is Connoisseur of Customer Experience because this a guy who grasps CX with all his senses and approaches it from every direction in space and time. As a result, he’s in a position to tell you what works, what’s missing, and where to go next in your quest for a CX advantage.

A successful entrepreneur, Steve has built and sold six companies and regularly writes and speaks on customer experience, technology trends, and entrepreneurship. He lives in New Hampshire with his wife and boys.

Steve contributed to Panviva’s ebook, Build a Better CX, and appeared on our CX Influencer Webinar Series as a thought leader. He blogs regularly at panviva.com.

Steve’s advice: Customer experience has become the hot pursuit of businesses by promising the next level of competitive advantage. But because superior CX is so all-comprehensive, how can companies prioritize what’s needed, where, and when? I believe the answers lie in what I call the consumer’s “choice brain,” or decision-making faculties. Satisfying the Choice Brain boils down to three factors: time, money and effort. By understanding and managing these three aspects of the customer experience, we can deliver the exceptional experience customers crave and gain the competitive advantage their loyalty gives us.

Follow Steve @sxp01

 

Kathleen Peterson—Founder and Chief Vision Officer of PowerHouse Consulting

Kathleen Peterson, who appears on our list for the second year, is an internationally acclaimed contact center and strategic management expert and recognized industry leader. She has emerged as one of the most sought-after experts and consulting partners in the field of customer experience and works with the world's top customer-focused companies. Kathleen is Founder and Chief Vision Officer of PowerHouse Consulting, a Panviva preferred partner. With more than 30 years in the contact center industry, Kathleen leads strategic initiatives with client senior management across industries to assess business processes and improve organizational practices. Kathleen has authored many articles and papers and is published widely in the most prestigious industry journals in the U.S. and abroad. Kathleen has been the keynote speaker at conferences in the U.S. London, Paris, Turkey, Dubai, and Hong Kong. She is a “working” speaker, bringing energy and real-life experience to all engagements.

Kathleen’s Rants and Raves are published monthly in the Call Center Times online newsletter and she is also a regular contributor to Contact Center Pipeline. She also published an eBook: Backstage at the Customer Experience … Musings for Contact Center Leaders.

Kathleen’s advice: Executives need to adopt a “STRA-TACTICAL” approach to creating the desired Customer Experience. STRA-TACTICAL is the ability to address both the strategic and tactical components of that experience. Time must be taken to provide a clear and exact definition of the elements, components, drivers, and behaviors requisite to deliver on the Customer Experience promise.  When documenting the Customer Experience elements, it is important to keep it simple. Remember that simple is NOT easy; it just looks that way. Refine content to the point of being specific enough to be actionable, yet broad enough to be applicable to each business unit.

Follow Kathleen @kmp603

Bill Quiseng—“To earn new customers don’t try to get inside their heads. Get inside their hearts!”

Bill Quiseng is a speaker, blogger and award-winning writer in customer service for front-line associates and customer service leadership for managers. He also has over thirty years of luxury resort/club management experience.

Bill has been recognized for his customer service and customer experience insight on social media. His accolades include: Huffington Post Top 100 Most Social Customer Service Pros on Twitter; Arc Pointe Call Center Solutions Customer Service Most Influential Bloggers; Userlike 11 Gurus of Customer Service; Fonolo Top 10 Tweeters Talking About the Customer Experience and Hootsuite Must-Follow List for Social Customer Service.

Follow Bill @BillQuiseng

 

Bruce Temkin—Experience Management Visionary/Speaker/Researcher and Co-Founder of CXPA.org. Head of #XM Institute at Qualtrics.com

Bruce is an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. He makes his debut appearance on this list. His "job" as Head of the Qualtrics XM Institute is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, he examines strategy, culture, interaction design, customer service, branding, and leadership practices. And, as many people know, he loves to speak about these topics in almost any forum.

Prior to joining Qualtrics, Bruce was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association, and a VP at Forrester Research. He is a fanatical student of business and shares his insights on his blog, which provides an outlet for sharing insights from his ongoing educational journey.

Bruce’s advice: In my work with dozens of companies that have gone through transformations, I’ve observed that the most effective transformational leaders demonstrate three key characteristics. They Communicate Why; Model Desired Behaviors and Reinforce Change. If you’re a leader who’s looking to drive transformation, then make sure to focus on these three characteristics. Your actions are more important than you think.

Follow Bruce @BTemkin

 

Justin Tippett—Founder of CX Group Australia

Justin Tippett, founder of CX Group Australia, which improves call centers and customer experiences in Australia and beyond, makes his debut on our list this year. CX Group Australia provides a range of customer experience and contact center solutions to businesses in Australia including consulting, training and the popular CX Central website jammed packed with free resources to help businesses improve their customer operations.

Justin’s advice: Providing a great customer experience for your customers shouldn't happen by accident; it happens by deliberate design. It's up to you to determine the type of experience you want your customers to have when they interact with your business and to ensure that every single person in and around your business is clear on that vision. And when it comes to your contact center, make sure they are clear on what that vision is, and how that translates into their metrics.

Too often I hear things like 'we want to provide an amazing experience for our customers' yet the key targets in the contact center are to keep calls under three minutes and make sure you say 'thank you for calling.’  Smart businesses today are empowering their frontline agents on delivering outcomes, not numbers.

Follow Justin @JTippett72

 

Jeff Toister—Nationally Recognized Employee Training Expert | Sought-After Speaker

Jeff is the author of The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service. More than 140,000 people have taken one of his video-based training courses on LinkedIn Learning (a.k.a. Lynda.com). He also writes the popular Inside Customer Service blog and thousands of customer service professionals around the world subscribe to his Customer Service Tip of the Week email. Jeff is a nationally recognized employee training expert and is a Certified Professional in Learning and Performance (CPLP).

Jeff is also a contributor to Panviva’s ebook: Build a Better CX: Tips from 10 Leading CX Experts.

Jeff’s advice: Get everyone on the same page by creating a customer experience vision. This is a simple statement that clearly defines what an outstanding customer experience should look like. Great customer experience becomes far easier when everyone in the organization is working off the same sheet of music.

Follow Jeff @Toister

 

Adam Toporek—Customer Service Expert | Founder of the popular Customers That Stick® blog | Co-host of the Crack the Customer Code Podcast

Adam Toporek is an internationally recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service. A third-generation entrepreneur, he understands the impact that customer experience has on the bottom line. As the author of Be Your Customer's Hero, the founder of the popular Customers That Stick® blog, and co-host of the Crack the Customer Code podcast, Adam regularly shares his customer experience and customer service insights with a global audience.

Adam is also an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation.

Adam’s advice: The customer’s emotional experience is the customer’s experience. Every customer journey should be designed to both prevent the production of negative emotion and to create purposeful moments that generate peak, positive emotion. Through thoughtful design and excellent execution, every organization can create emotionally resonant and impactful customer experiences.

Follow Adam @AdamToporek

Dr. Catriona Wallace—Founder of Flamingo Ai—Artificial Intelligence; AFR Woman of Influence; AI Strategist

Dr. Catriona Wallace has been recognized by the Australian Financial Review as the Most Influential Woman in Business & Entrepreneurship (2018). Catriona has also achieved Advance Australia’s highest award in Technology & Innovation for Australians working abroad and recently won the FinTech Leader and Overall Excellence in Finance award by Women in Finance (2018). Catriona has been named among the Top 9 Female Entrepreneurs by the Sydney Morning Herald and Top 30 Women redefining business by Womens’ Agenda.

Based in the US and Australia, Catriona is the Founder and Executive Director of Artificial Intelligence FinTech and ASX Listed company (ASX:FGO) Flamingo Ai, provider of Machine Learning based Cognitive Virtual Assistant technologies. Flamingo Ai is the second only female-led (CEO & Chair) business ever to list on the Australian Stock Exchange.

Catriona is one of the world’s most cited experts on Artificial Intelligence, Customer Experience, Ethics & Human Rights in technology and Women in Leadership.

Follow Catriona @CatrionaWallace

 

Jeremy Watkin—Product Marketing 8x8, Former Director of Customer Experience for FCR, Co-Founder Customer Service Life

Jeremy Watkin, a Product Marketing Manager at 8x8, appears on our list for the second year. He has more than 19 years of experience as a customer service professional leading high performing teams in the contact center. Jeremy has been recognized numerous times as a thought leader for his writing and speaking on a variety of topics including quality management, outsourcing, customer experience, contact center technology, and more.

He is co-founder of CustomerServiceLife.com, a website dedicated to identifying customers and serving them better. He is an advisory board member at CX Accelerator and regularly contributes to the ICMI blog.

When not working you can typically find him spending quality time with his wife Alicia and their three boys, running with his dog, or dreaming of native trout rising for a size 16 elk hair caddis.

Jeremy is also a contributor to Panviva’s ebook: Build a Better CX. 

Jeremey’s advice: Never, ever stop listening to your customers and those people directly serving your customers. Not only will you hear about your customer's experience but you'll also feel it—and that can be a powerful motivator for making significant, meaningful improvement.

Follow Jeremy @JtWatkin

 

We received many qualified submissions for this year’s list.

Do you know a #CX influencer who should be included in our next top picks? Message us on Twitter @panviva or through email: cfleming@panviva.com to nominate your favorite influencer today!

 

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